Our commitments, in writing.
Transparent response times, uptime guarantees, and escalation paths for every subscribed client. No fine print.
Response time guarantees
First-response targets measured from ticket creation. We report our actual performance monthly so you can verify it.
Uptime monitoring
Critical systems are monitored 24/7 with automated alerts. Subscribed clients get a monthly uptime report.
Escalation path
Every plan has a clear escalation ladder. Critical incidents bypass the queue and reach a senior technician immediately.
Service credits
If we miss a guaranteed SLA on a paid plan, we issue a proportional service credit — automatically, no claims process.
Response times by plan
| Plan | First response | Critical | Uptime target | Channels |
|---|---|---|---|---|
| Basic | 8 business hours | Next business day | Monitored | |
| Plus | 4 hours, 24/7 | 4 hours, 24/7 | 99.9% | Email, chat, phone |
| Complete | 2 hours | 1 hour emergency | 99.95% | Priority queue, phone & video |
| Business Pro | 1 hour, 24/7 | 1 hour, 24/7 | 99.95% | Dedicated helpdesk, phone & video |
How we measure and report
Response times are measured from ticket creation to first human acknowledgment. Uptime is measured per monitored system with automated checks every 60 seconds. Subscribed clients receive a monthly performance report and automatic service credits if we miss a guarantee.
See Plans & Pricing